Call Centre Executive

LEAD – Real Estate Developer; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading real estate developer is seeking a Call Centre Executive to provide exceptional customer service to property owners and tenants. You will manage communications, resolve issues, and uphold the reputation of the property management team. Candidates should be fluent in English and Arabic, possess a minimum of 5 years of experience, and demonstrate strong interpersonal skills. Join this dynamic team to enhance the client experience in a fast-paced environment.

Qualifications

• Fluent in English & Arabic, additional languages a plus.
• Minimum 5 years of relevant experience, including at least 3 years as a Call Centre Executive in the UAE.
• Experience in customer service or call center roles within real estate preferred.

Responsibilities

• Manage incoming calls professionally and promptly.
• Respond to inquiries and provide support through various channels.
• Maintain detailed records of interactions using the CRM system.

Skills

Interpersonal skills

Active listening

Empathetic skills

Positive attitude

Patience

Education

Bachelor's degree in a related field

Tools

CRM software

Job description

As a Call Centre Executive for the Owner Association and Property Management, you will be responsible for providing excellent customer service to our property owners, residents, and tenants. Your primary objective will be to handle incoming calls, respond to inquiries, resolve issues, and ensure effective communication between all stakeholders. You will play a crucial role in upholding the association and property management's reputation and ensuring a positive experience for all clients.

Objectives for the role

To deliver exceptional customer service by managing communications efficiently and maintaining positive relationships with clients and stakeholders.

Job Responsibilities

• Manage incoming calls professionally and promptly, greeting callers courteously and maintaining a friendly and helpful tone during interactions.
• Respond to inquiries and provide support through various communication channels, including emails, chat, and social media.
• Address client concerns and needs effectively, providing accurate information about properties, services, and procedures.
• Assist owners, residents, and tenants with inquiries related to services, maintenance, accounts, payments, amenities, and lease agreements.
• Maintain detailed records of interactions, inquiries, and resolutions using the CRM system.
• Proactively communicate with clients via Email and SMS regarding events, maintenance, and offers using CRM or related software.
• Listen attentively to client concerns, resolve issues promptly, or escalate to relevant departments as needed.
• Follow up on pending issues to ensure client satisfaction and effective resolution.
• Collaborate with property management and maintenance teams to ensure seamless service delivery.
• Stay updated with the latest policies, services, and communication techniques relevant to the association and property management.

Key Performance Indicators (KPIs)

• First Contact Resolution
• Average Handling Time
• Customer Satisfaction Score
• Call Abandonment Rate

Skills, Knowledge & Attributes

• Strong interpersonal, active listening, and empathetic skills.
• Ability to work efficiently in a fast-paced environment and handle multiple tasks.
• Positive attitude, patience, and a supportive approach towards clients.
• Flexibility to work in shifts, including evenings and weekends.

Education and Experience Requirements

• Fluent in English & Arabic, with excellent communication skills; additional languages are a plus.
• Experience in customer service or call center roles within real estate, property management, or owner associations preferred.
• Proficiency with computer systems, CRM software, and communication tools.
• Bachelor's degree in a related field.
• Minimum 5 years of relevant experience, including at least 3 years as a Call Centre Executive in the UAE.

The duties listed are not exhaustive and may be supplemented as per business needs.